Organizations spend significant resources tracking customer satisfaction and managing service delivery. Although a great deal of effort is expended in understanding what goes on within each of these areas, little or no effort has been applied to identifying and quantifiing the relationships between the two. The objective of this research is to discover and establish potential relationships betw...

The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Re...

oftware has become critical to commercially vital technologies that account for 12 million jobs and one trillion dollars of sales in the US alone.’ And it continues to become central to more products. making many new ones possible and reducing cost or increasing functionality in existing ones. In addition. software products contribute indirectly to the delivery of many other important products ...

Service quality and its relationship with customer satisfaction has received considerable academic and business attention in recent years. But the nature of the relationship between these two constructs is not well-explained in the literature. This study used the SERVPERF model as proposed by Cronin & Taylor (1992) to assess perceived service quality in a Vietnamese organization, and then studi...

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...

in this study, the impact of knowledge management components including knowledge acquisition, dissemination of information technology knowledge will be studied to identify and record the requirements in customer orientation. the role of organizational factors as well as customer orientation variables is analyzed as mediating moderating variables. the methodology of the research is practical by ...

Private karaoke rooms (known as “KTV” or karaoke television) are a special type of leisure space in Taiwan. The focus of this study is to show the relationship between service quality, brand image, customer satisfaction, and customer loyalty in the KTV industry. This study examines two chain KTV operations in Taiwan, with two locations for each chain; the study comprises a total of 255 valid qu...

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer re...

This study is primarily intended to verify the effects of service quality on the customer loyalty using the customer satisfaction as a mediator. Focus on the population of Taiwan's Watsons Personal Care Stores, a total of 395, to adopt a Stratified Random Sampling for sampling with totally sending out 850 copies of mailed questionnaires with a receipt of 228 copies valid response questionnaires...